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Description

Submit an HR Case through HR catalog on the ESC portal. After the Case submission, the HR case information is not visible on the portal. For admins and some users, it is working.

Release or Environment

New York Patch 1 Hot Fix 1a

Cause

Once the HR case is submitted or while accessing the record from the platform, there is a query Business Rule on customer instance which has a custom script causing the issue.https://********.service-now.com/sys_script.do?sys_id=1468d300db7844d09cf2553c689619ce&sysparm_view=&sysparm_domain=null&sysparm_domain_scope=null&sysparm_record_row=1&sysparm_record_rows=2&sysparm_record_list=collection%3dsn_hr_core_case_total_rewards%5eORcollectionINsn_hr_core_case_total_rewards%2csn_hr_core_case%2ctask%5eaction_query%3dtrue%5eORDERBYname

Resolution

After disabling the mentioned Query Business Rule, we could see the user is able to access the HR record.